Is there life after MPC/Gateway Pro, for our customers? January 9, 2009

As per my first post, the fun is now over.  I got the call – MPC was shutting down, my services were no longer required.  Bummer. 

I was, and still am, quite unhappy in a completely selfish way – my family has to eat, the bank still wants their mortgage payment, still have to pay car insurance, and now need to reserver even more for meds.  But that’s all me – who else has this affected?

By far and away the largest group of affected people is the (former) MPC/Gateway Pro customer base.  How might they get support?  What should they do if a key part in their Gateway Pro server – which happens to be running their Exchange – fails?  What is their first step if a part in their MPC server fails?  Where do they even start?

Keep in mind – some of these customers really stuck their neck out buying from either company.  They could have gone with the “big boys” (you know who I mean), but didn’t.  At (probably) some risk to their career, they picked us.  Now?  Lucky them.

So what’s to be done about it?

Well, unfortunately, it seems some folks have what I think is the _wrong_ idea.  Some of those same folks are going to get angry reading this.  If you do, sorry – but it’s a blog, nobody is forcing you to read it.

I feel that some are trying to exploit what must be a very difficult situation for these (former) customers (I hate having to add that, but want to be clear that since the company has folded, they aren’t really customers now) by offering “private” support contracts, or keeping their customer contact information to themselves, for fear that someone else might do the same.

From where I sit, our (former) customers have been through enough and “when I have time” support isn’t going to help them much.  I’d guess (and it is only a guess) that some former employees have very tight relationships with customers with whom they’ve worked and really do want to try and help.  Others, I’m not so sure about.

So – putting my money where my mouth is – I’m trying to set up contacts at Gateway Pro and MPC’s former server ODMs to see how/if they might be interested in helping make this bad situation a little less so.  I’m happy to report that progress is being made.  Both Gateway Pro and MPC’s server ODM partners have – at least so far – expressed interest in helping our (former) customers.  For a fee, of course.

But everyone has to eat, right?

I’m not suggesting that we former employees “give away” anything, quite the contrary.  What I’m suggesting is that if you have a mind to help a former customer as a private individual or as a member of a company who offers services (if you are astute enough to have landed a job already – good for you), as you consider what – if anything – you want to charge, also consider that many customers have already paid for service at the time of purchase.  Service they won’t get.  Go easy on them, that’s all.

Spare parts will always have to cost something.  The folks supplying the part didn’t make the margin on the initial sale, so that’s expected.  Shipping charges will also have to factor  in.

All I’m hoping for is that some of you will maybe dispense a little free advice to the folks who helped us be as successful as we were and who put dinner on our tables and helped make our mortgage payments.

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